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Business-To-Business Relationship Quality

  • Armando Luis Vieira


    (Department of Economics, Management and Industrial Engeneering, University of Aveiro Portugal)

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    Relationship quality (RQ) is increasingly seen as a key factor of competitive advantage, replacing service quality and customer satisfaction as a source of superior performance. Despite the crucial role that relationship managers play in building business-to-business (B2B) relationships, little research has looked at the antecedents of RQ from an interpersonal perspective. In order to respond to the numerous calls for clarification, for there is still some ambiguity around this topic, this study aims to provide a better understanding of the nature and determinants of RQ. A combination of a literature review and the results of a series of interviews with relationship managers of hotels operating in Portugal and their counterparts in corporate clients informed the development of a model, which was subsequently tested using LISREL. Findings highlighted the association between the presence of designated client managers and high quality business relationships, and suggested directions to improve the performance of organisations in building B2B RQ.

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    Article provided by ISEG, Universidade de Lisboa in its journal Portuguese Journal of Management Studies.

    Volume (Year): XIV (2009)
    Issue (Month): 3 ()
    Pages: 197-216

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    Handle: RePEc:pjm:journl:v:xiv:y:2009:i:3:p:197-216
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    1. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    2. Boles, James S. & Johnson, Julie T. & BarksdaleJr., Hiram C., 2000. "How Salespeople Build Quality Relationships:: A Replication and Extension," Journal of Business Research, Elsevier, vol. 48(1), pages 75-81, April.
    3. Raj Echambadi & Benjamin Campbell & Rajshree Agarwal, 2006. "Encouraging Best Practice in Quantitative Management Research: An Incomplete List of Opportunities," Journal of Management Studies, Wiley Blackwell, vol. 43(8), pages 1801-1820, December.
    4. Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
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